Neural network for controlling calls in a telephone switch

Details Neural network for controlling calls in a telephone switch Neural network for controlling calls in a telephone switch

H - Electricity

04

Q

H04Q 3/64 (2006.01) H04M 3/523 (2006.01)

Patent

CA 2348035

A method and apparatus are provided for processing calls in as automatic call distributor. The method includes the steps of processing input information to determine a system status (100). determining whether group resources are adequate (102), re-assigning agents in the automatic call distributor if it is determined that the group resources are not adequate (104), and determining whether to process a call based on a call delay threshold (106, 108).

L'invention concerne un procédé et un appareil de traitement des appels dans un distributeur automatique d'appels. Le procédé consiste à traiter les informations d'entrée afin de déterminer un état (100) du système; à déterminer si les ressources du groupe sont suffisantes (102); à réaffecter des agents au niveau du distributeur automatique d'appels s'il a été déterminé que les ressources du groupe sont insuffisantes (104); et à déterminer si un appel doit être traité, en fonction d'un seuil (106, 108) de retard d'appel.

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